We were picked up promptly at our hotel..Stopped twice more to pick up others at their hotels. Then we were off to Universal. Our driver was very knowledgeable about the area and gave us lots of tips on how to make the most of our day.. We were picked up right on time to return to our hotels. Everyone was tired, but smiling, so I know we all had a great day!

I was originally told my hotel pick up would be 8:30am when I called but got no further details after I booked. Called the tour operator Starline tours and not Viator on the day to find out I was actually booked in to the 7:30am pick up, which meant I had missed the original bus. I was told the next bus would be at 8:30am and that the driver would exchange my voucher for the park ticket by the phone operator. I caught the bus, which was a city sightseeing bus, but the driver had no idea what to do and accused me of not buying any transport, he took me to the tour office where I exchanged my voucher for the park ticket and caught another tour bus to the park, which meant I was at least 1hr30mins late.
The tour is entry into the park. I'd suggest booking directly through Starline tours as they offer extra options like head of the line and VIP passes and will probably pass the correct details on to you.

Universal Studios is great but Starline tours is awful! Their customer service agents are rude and unhelpful. If it was not for a very kind Uber driver, the day would have been a disaster. Go to Universal but get there on your own!